customer complaint : types of complainers

At least five types of complainers can be identifier and each type is motivated by different belief, attitudes, and needs (Wysocki, Kepner and Glasses, 2009).

pic from video game

Types of complainers and how to respond effectively:

Types of customer		Respond
The meek customer	Generally will not complain	Must work hard at soliciting comments and complaints and act appropriately to resolve complaints.
The aggressive customer	Readily complains, often loudly and at length.	Listen completely, ask: “what else?.” Agree that a problem exists and indicate what will be done to resolve it and when.
The high-roller customer	Expects the absolute best and is willing to pay for it.	Is interested in results and what are you going to do to recover from the customer service breakdown.
The rip – off customer	The goal is not to get the complaint satisfied but rather to win by getting something the customer is not entitled to receive.	Use accurate quantified data to back up your response and be sure the adjustment is in keeping with what the organization would normally do under the circumstances.
The chronic complainer customer	Is never satisfied; there is always something wrong. This customer’s mission is to whine.	One must listen carefully and completely and never let one’s anger get aroused.

reference:

Wysocki, A.F, Kepner, K.W, and Glasser, M.W.(2009), “Customer Complaints and Types of Customers,” University of Florida IFAS Extension. Retrieved on 12 March 2009 from http://edis.ifas.ufl.edu/HR005.

being mother be entrepreneur

Zafran 

My two years old toddler, Zafran, inspiring me every day from morning he wakes up to night when he go to sleep. Well, what I see him spontaneously action in his world by luck: speaking, questioning, crying, climbing, following etc.

To be honest I’m kind of person happy hearing short sentences from toddler, it is amazing to realize he speaks new words every day. My guessing he quickly learns from surrounding: family members, his Oma, Opa, TV, neighbor, some students at home, his papa & me.

my two years birthday cake

Street advertisement I found says “stay close with your kid” really work on me right now. Yes, I’m becoming an everyday mother. What a big challenge is he playing with anything he wants: food, drinking water, electricity cable, TV, car’s tires, carpenter tools etc and his favorite is electricity cable?. Yes it is. My job is just not to stop him and make sure everything in control. The direct implication for me having restless feet and lack in energy, how to handle by creatively created a strategy to stay happy for both me and him. Even for going to the bath room, he will follow!

And at the end of the day, sleeping could be a better moment to control the situation back to normal and bring him to be calmer.

 yummy...!

My thinking: “being a mother is being an entrepreneur, all about leading, managing, controlling, directing, and protecting your kid as your business”.. Sound serious but really it is.

 Happy an everyday mother!